21,011 total
I had issues uploading with an old program "webplus x8" and Erika helped me resolve the issue.
It was a different option than I wanted but it seems my software is not supported... it's all working though which is the main thing.
Thanks Erika.... much appreciated.
Date of experience: January 02, 2025
I was helped today by an IONOS adviser. Rightly or wrongly these 1 to 1 phone contacts have a big influence on how i judge a company.
My experience today was very positive and the adviser was intelligent and very helpful. I hope he is valued by the company as the great asset he is.
Date of experience: January 02, 2025
Reply from IONOS | ionos.co.uk
Hi Dave,
Thank you for sharing your wonderful feedback about your experience with our customer service team. We're thrilled to hear that you had a very positive experience with our adviser and that you found them to be intelligent and very helpful.
At IONOS, we strive to provide our customers with exceptional support and a positive experience, and it's great to know that our adviser exceeded your expectations. We're glad that they were able to provide you with the help and guidance you needed, and that you were impressed with their expertise and professionalism.
We appreciate your kind words about our adviser and are grateful for customers like you who appreciate our efforts to provide excellent customer service. We'll make sure to pass on your feedback to them and recognise their excellent service. We're proud to have team members like them who are dedicated to providing exceptional support to our customers.
We also appreciate your comment about the importance of 1-to-1 phone contacts in judging a company. We understand that these interactions can have a big impact on how our customers perceive us, and we're glad that we were able to make a positive impression on you.
Thank you for being a valued customer, and we're glad that we could provide you with a helpful and supportive experience.
Best regards,
Tom, IONOS
The customer services agent I spoke with was incredibly patient, calm and helpful. She did not mock my ignorance and was kind enough to explain any technical terms I did not understand.
She explained my options, helped me navigate my account and assisted me to resolve an issue I had.
This was all achieved even though it took me a minute to find my account details so that she could look into my account. She was incredibly patient.
I couldn't have asked for a better person to have spoken with.
Date of experience: January 01, 2025
Excellent service. I had a problem with purchasing some VPSs. All sorted out by the very efficient, patient and freindly person on the online chat. Everything was up and running in under 30 minutes.
Date of experience: January 02, 2025
Callum was fantastic, I’d spoken to him 2 days previously to query my account. He called back today as promised with the problem resolved and a solution in force.
Really friendly and helpful as well.
Date of experience: January 02, 2025
Reply from IONOS | ionos.co.uk
Hi Denise,
Thank you for sharing your wonderful feedback about your experience with our customer service team. We're thrilled to hear that Callum was fantastic in assisting you with your query, and that he followed up with you as promised to provide a solution.
At IONOS, we strive to provide our customers with exceptional support and a positive experience, and it's great to know that Callum exceeded your expectations. We're glad that he was able to provide you with the help and guidance you needed, and that you were impressed with his friendly and helpful demeanour.
We appreciate your kind words about Callum and are grateful for customers like you who appreciate our efforts to provide excellent customer service. We'll continue to work hard to ensure that all of our customers receive the same level of exceptional support.
It's great to hear that Callum followed up with you as promised and was able to provide a solution to your problem. We're proud to have team members like Callum who are dedicated to providing exceptional customer service and support.
Thank you for being a valued customer, and we're glad that we could provide you with a helpful and supportive experience.
Best regards,
Tom, IONOS
We got website down accidentally. Maryjane pick up our live chat promptly and fixed the issue in a very short time. He is friendly and performs professional.
Date of experience: January 02, 2025
Yes this company are brilliant such amazing customer service. This time I spoke to 'Zac' because even though 'Ard' had sent me an e-mail with step by step instructions I needed help so Zac walked me through of what I .needed to do and I still made a mistake in a copy and paste process, I got a call back from Zac almost immediately to correct the mistake. I want to thank Jens Riech and all your staff for setting the example of how a company should perform.
Date of experience: December 29, 2024
Reply from IONOS | ionos.co.uk
Hi Lee,
Wow, thank you so much for your glowing review of our company and our customer service team. We're absolutely thrilled to hear that you had a positive experience with us, and that Zac was able to provide you with the help and support you needed.
We're particularly impressed that Zac went above and beyond to ensure that you were able to complete the process successfully, even when you encountered a mistake. It's this kind of dedication and attention to detail that sets us apart, and we're proud of our team for consistently delivering exceptional service.
We'll be sure to pass along your kind words to Jens Riech and the rest of the team, including Zac and Ard. It's feedback like yours that motivates us to continue striving for excellence in everything we do.
Thank you again for taking the time to share your experience with us. We're honored to have customers like you who appreciate our efforts.
Thanks,
Charlotte, IONOS
Zach is a true legend!
He saved my domain, which I had forgotten to renew, and it was registered under my domain email address. It was a rather foolish mistake, but he managed to salvage the domain and transfer it to a new account. I truly appreciate your assistance, Zach!
Date of experience: December 30, 2024
The website itself caused me problems as I twice tried to purchase the package I required but received no confirmation and the payments remained pending in my account. I contacted customer service and was told I would have to wait 24hrs for confirmation but this still never came. In the end I phoned customer service and spoke with Steve, he spent 1hr and 15 mins on the phone to me to ensure everything was set up correctly. His patience and manner were extremely professional and he ensured I ended up getting the correct product (email and domain) at the correct price as advertised on their website.
Overall I am satisfied with the outcome but would like the website to work more efficiently. I had to spend nearly 3hrs in total chasing up the answer for why my purchase on line wasn't going through yet showing on my bank account. Thank you to Steve for their help in sorting everything in the end.
Date of experience: January 02, 2025
Reply from IONOS | ionos.co.uk
Hi Christine,
Thank you for sharing your detailed feedback about your experience with IONOS. We're glad to hear that our customer service team, particularly Steve, were able to help you resolve the issues you encountered with our website and ultimately get the product you needed.
However, we apologize for the frustration and inconvenience you experienced with our website. We understand that it's not acceptable to have to spend nearly 3 hours chasing up the status of your purchase, and we're sorry that you had to go through that.
We take your feedback seriously and are committed to improving the efficiency and reliability of our website. We're working hard to streamline our online ordering process and ensure that customers receive timely confirmations and updates on their purchases.
We're thrilled to hear that Steve was able to provide you with exceptional service and support, despite the initial issues with our website. His patience, professionalism, and dedication to resolving your issue are a testament to the high standards we strive for in our customer service team.
We'll be sure to pass on your thanks and praise to Steve, and we appreciate your feedback on how we can improve our website and services. If you have any further suggestions or recommendations, please don't hesitate to share them with us.
Thank you for your understanding and for being a valued customer.
Thanks,
Charlotte, IONOS
Ionos are one of the very few companies who answer the phone. The customer service team answer quickly and efficiently - this is hugely appreciated and very helpful.
Date of experience: January 02, 2025
The very real person at the other end of the phone made the difference; he listened to my query/request, he qualified my query and request and then he supported me to make it happen.
Everyday is a school IT learning day -Brilliant team
Date of experience: December 30, 2024
Reply from IONOS | ionos.co.uk
Hi N Metcalf,
We're thrilled to hear that our team member made a positive impact on your experience with us. It's great to know that he listened to your query, qualified your request, and then supported you to make it happen. That's exactly what we strive for at IONOS - providing personalized support and expertise to our customers.
We're glad to hear that you found our team member to be a "very real person" who was able to provide you with the support you needed. We believe that human interaction and empathy are essential in providing excellent customer service, and it sounds like our team member embodied that approach.
We also love your phrase "Everyday is a school IT learning day" - it's a great reminder that learning and growth are ongoing processes, and we're happy to be a part of your IT learning journey.
Thank you for taking the time to share your positive feedback with us. We're grateful for customers like you who appreciate our efforts, and we're always here to help if you need anything else.
Thanks,
Charlotte, IONOS
Very polite, straight to the point about the issue I was concerned with, and always informed of the next step he was going to take.
Date of experience: January 02, 2025
Helpful member of staff. Got me to the right department and explained what was happening in the transfer process. Thanks
Date of experience: January 02, 2025
Awful company, they repeatedly do not take dd requests from a business HSBC account and suspend services. Have tried to resolve for 3 months. Never had issues with other services paid by DD. Cost me thousands and months having to move domains and emails from them. DO NOT USE.
Date of experience: January 01, 2025
Reply from IONOS | ionos.co.uk
Hi Darren,
I am sorry to hear about the issue with payment, let me take a look. Please can you provide me with your account details via the link sent.
Thanks,
Sara, IONOS
Hi Darren,
I sincerely apologise for the inconvenience. Unfortunately, when a payment is declined, whether by card or direct debit, we are not provided with the specific reason.
This is because payment providers or financial institutions do not disclose the exact details of the decline to us for security and privacy reasons. As a result, we recommend reaching out directly to your bank or card issuer for further clarification.
Please do check your email, as I have sent further information.
Sorry for any inconvenience.
Thanks,
Nadim, IONOS
Customer service provided by Val today was second to none. Val spent nearly 2 hours to resolve my issues with domains. He was patient and pleasant all the way and said that’s the way IONOS have trained the staff to serve customers. Val is a great asset to the company, well done and thank you for your help today.
Date of experience: December 30, 2024
I was completely stuck as I had lost my recovery details, but a very patient Ionos customer care representative helped me sort it all out and I have carefully backed up all the recovery info I need. Whew
Date of experience: December 30, 2024
I wanted to transfer my domain name to IONOS. The process was really simple and the steps I needed to do at the current registrar were explained. There was even a link to the IONOS app so I have that on my phone.
Date of experience: January 01, 2025
Spoke to Peter at IONOS for the first time needing help with my website and business email, he was extremely helpful and very informative, patient and friendly.
Thanks Peter for your help :)
Date of experience: December 30, 2024
Reply from IONOS | ionos.co.uk
Hi Sophie,
Thank you so much for sharing your wonderful experience with Peter from our team. We're thrilled to hear that he provided you with the help and support you needed to get your website and business email up and running. We'll be sure to pass along your kind words and appreciation to Peter, and we're glad to know that his patience, friendliness, and expertise made a positive impact on your experience with us.
If you have any other questions or need further assistance, please don't hesitate to reach out. We're always here to help.
Thanks,
Charlotte, IONOS
Came here to leave a very positive review and delighted to see that I'm not alone. I have been a customer for over 25 years (yikes!) and - other than one problem many many years ago - I have had no issues. Until this past week when I had problems resetting a domain to IONOS default. Have to say that customer service (phone and email) was exceptional in both dealing with me and solving the problem. Thank you :-)
Date of experience: December 27, 2024
Reply from IONOS | ionos.co.uk
Hi Chris,
Wow, thank you so much for your kind words and for taking the time to leave a review. We're absolutely thrilled to hear that you've had such a positive experience with IONOS over the past 25 years!
We're proud to have customers like you who have been with us for so long, and we're grateful for your loyalty. We're also glad to hear that our customer service team was able to help you resolve the issue you were experiencing with resetting your domain to IONOS default.
We apologize again for the problem you encountered, but we're glad that our team was able to provide you with exceptional service and support to resolve it quickly. We're always here to help, and we're happy to hear that we've been able to provide you with a positive experience.
Thank you again for your kind words and for being a valued customer of IONOS. We're honored to have had the opportunity to serve you for so many years, and we look forward to continuing to provide you with excellent service in the years to come.
Thanks,
Charlotte, IONOS
Friendly and knowledgable support staff.
He walked me through the issue which really was down to Ionos's website design which always nudges you buy more products.
Once he pointed out the option I required was below buy more services the issue was solved.
Date of experience: December 28, 2024
Reply from IONOS | ionos.co.uk
Hi Phill,
Thank you for your kind words about our support staff. We're glad to hear that you found our team to be friendly and knowledgeable, and that they were able to help you resolve the issue you were experiencing.
We appreciate your feedback about our website design, and we'll take it into consideration as we continue to work on improving our user experience. We understand that our website can sometimes be confusing, and it's helpful to know where we can make improvements.
We're glad that our support staff was able to point out the option you needed, even if it was a bit hidden. We'll make sure to pass along your feedback to our design team, and we'll work on making our website more intuitive and user-friendly.
Thanks again for your feedback, and for being a valued customer.
Thanks,
Charlotte, IONOS
